System Status

TeamDynamix to Replace BMC Helix for IT Service Management

Dear Helix Users,

Following a thorough evaluation process, we are excited to announce that TeamDynamix (TDX) will replace BMC Helix (formerly Remedy) as Temple's new IT Service Management (ITSM) platform.

Transition Timeline
We are planning to transition all current teams to TDX in July 2025. We believe this will provide sufficient time for onboarding, training and adoption across campus support teams. Note that BMC Helix will remain accessible through Fall 2025. We will contact you closer to that time with a specific cutoff date.

Communication and Training
We will continue to communicate with you to provide technical assistance, guidance and training as we prepare for this transition.

Status of Current Support Tickets
Rather than migrate data to the new system, we will archive all current support tickets in Helix for future reference.

Helix Support Limitations
Because our primary focus will be on rolling out TDX, Helix support will now be limited to:

• Break/fix issues
• Service catalog item requests for TUhelp
• Queue changes
• Reporting requests

Product Ownership
The ITS Service & Project Management team will have overall responsibility for supporting and managing TDX, ensuring a more flexible and scalable solution for IT and non-IT departments.

• Phase 1 will involve migrating core IT service and incident management functions to TDX. This effort will be led by Sabrina Malfara, Sam Yelman, and Marangelie Vasquez, who will work closely with ITS, school/college IT teams, and administrative departments.
   
• Phase 2 will focus on transitioning to TDX for change management and asset management. (This will occur concurrently with phase 1.)
   
• Paul Zagarella will be in charge of preparing TDX to replace the current change management system.
   
• The ITS Endpoint Engineering and Endpoint Integration Support & Management (EISM) teams will be in charge of researching the TDX asset management features.

Collaboration across teams is key to a smooth transition. More updates and requests for feedback will follow—stay tuned!

Learn More
For more information, please see the recorded presentations given by TDX as part of Temple's evaluation process.

Questions?
We appreciate your cooperation and engagement as we move forward with this important initiative. For questions, please contact us at tdxhelp@temple.edu.